Customer Success Manager

Summary

Our Customer Success team is focused on helping our customers maximize the value of their Guidewire investments. The Customer Success Manager is accountable for continuity and successful execution of all stages of the customer journey. We expect that our customers will see their Success Manager as a trusted advisor and true partner – encouraging customer teams to adopt best practices, advocating for their needs back to other Guidewire teams, and helping to find new ways to derive value from their Guidewire investment. The end goal is a set of happy customers that make daily use of the platform, that renew their subscriptions, and are eager to expand the footprint of the Guidewire solutions within their organization.
The job location can be located anywhere in the United States and is focused on supporting Guidewire customers.

Job Description

Responsibilities

• Ensure Guidewire customers continuously achieve the maximum value from their Guidewire investments

• Understand customer priorities and facilitate engagements to meet customer needs, align our overall strategies, and create meaningful relationships

• Develop strong partnerships by providing positive customer experiences that drive mutual success and creates customer advocates

• Consistently engage with customers fostering knowledge of the customer’s product experience and strategic business needs

• Serve as the voice of the customer and customer advocate to facilitate feedback and influence on Guidewire products and services

• Provide early insight and adoption recommendations for new products and product features

• Responsible for product adoption of one or more Guidewire solutions helping customers to maximize the value of their Guidewire investment and achieve business outcomes

• Take the lead in driving to a successful conclusion of customer issues or situations as appropriate, following the standard Guidewire methodology and involving other departments and individuals as necessary.

• Create and manage customer success plans and account plans to manage external and internal relationships and strategies

• Facilitate executive discussions including business reviews, roadmap reviews, and strategic alignment

• Develop a deep and cross-functional understanding of the key business challenges of your customers.

• Ensure visibility of program and customer health both internally and with customer teams

• Manage commercial aspects of account relationships including contracts, risks, and renewals

• Manage to a set of Customer Success key performance indicators and drive operational excellence in customer portfolio management

• Actively contribute to Annual Recurring Revenue growth by identifying opportunities to expand existing customer accounts by aligning solutions to customer needs.

Required Skills/Experience

• 5 - 10 years relevant work experience – prior Customer Success roles, implementation delivery or sales

• Guidewire product knowledge in a delivery or sales role

• Demonstrated executive leadership and communication experience, showing the ability to define a vision, build a persuasive business case, establish personal credibility, resolve conflicting views (and personalities) and engender honest feedback and appraisal

• Demonstrated ability to work on multiple initiatives or accounts simultaneously and under pressure

• Strong knowledge of the P&C insurance space, industry trends and challenges, the fundamental economics of an insurance company

• Ability to travel as needed to client locations, industry events and company initiatives

Desired Skills

• Cross functional team management skills in a customer service related position

• Demonstrated account planning and management skills, including estimations, budgets, forecasting and coordination of multiple work streams

• Demonstrated coaching and change management experience – not just defining a plan but executing that plan successfully and adapting to obstacles or shifts in business priority

• Demonstrated knowledge of Guidewire Insurance Suite expertise is preferred

• Prior customer success experience

• Experience working with cloud-native solutions, the development process for cloud delivery and/or managed solutions

The US base salary range for this full-time position is $128,000 - $192,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

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